------------------------------------------------- SERVICE QUALITY GAP IN RESTAURANTS IN VARANASI Under the Guidance of Dr. Ashutosh Mohan By:- Prachi Prabha Chauhan(31) Jitendra Singh(19) MBA-IB (2010-2012) INTRODUCTION The restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. As lifestyles change and dining out becomes more and more commonplace‚ customers desire new flavors‚ comfortable ambience and pleasant
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References: Andreassen‚ T.W. and Lindestad‚ B. (1998) ‘Customer loyalty and complex services‚ the impact of corporate image on quality‚ customer satisfaction and loyalty for customers with varying Asubonteng‚ A.‚ McCleary‚ K.J. and Swan‚ J.E. (1996) ‘SERVQUAL revisited: a critical review of service quality’‚ The Journal of Services Marketing‚ Vol Atilgan‚ E.‚ Akinci‚ S. and Aksay‚ S. (2003) ‘Mapping service quality in the tourism industry’‚ Managing Service Quality‚ Vol Brown‚ A. and van der Wiele‚ T
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Research Framework Lecturer/Convenor: Richard Boateng‚ PhD. Email: Research Framework: Theory and Concepts richard@pearlrichards.org Office: UGBS RT18 (rooftop) Research Methods – Dr Richard Boateng [richard@pearlrichards.org] Photo Illustrations from Getty Images – www.gettyimages.com 1 Class Website • www.vivaafrica.net Use the class website WEEKLY‚ ask/comment on the articles‚ and JOIN the FACEBOOK Please Add your name and the course code Research Methods – Dr Richard
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Shu - Te University College of Management Graduate School of Finance Master The Factors Affecting Customer Satisfaction of Mortgage Loan: A Case Study of Bank For Investment and Development of Vietnam. Student: Tran Xuan Thanh Advisor: Dr. Juping Wu Co-Advisor: Dr. Nguyen Thi Thu Ha August‚ 2012 * Shu-Te University * Graduate School of Finance | * Thesis | The Factors Affecting Customer Satisfaction of Mortgage Loan: A case study of Bank for Investment
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Final Year Projects - Initial Planning document Attached are three documents which you might like to consider when planning your own Final Year Project (FYP). The first two have been ’rescued ’ from Mike Hart ’s files and are provided by way of illustration. 1. Initial doodlings... This document was actually written in the middle of the night when I had a quick brain-storm thinking about the major elements of a Ph.D 2. Plan of chapters with key bullet points
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loyalty in the hotel industry: the role of customer satisfaction and image"‚ International Journal of Contemporary Hospitality Management‚ Vol. 12 Iss: 6‚ pp.346 - 351 Olsson‚ U.‚ Foss‚ T.‚ Troye‚ S Parasuraman A‚ Zeithaml V A and Berry L L (1988)‚ “SERVQUAL: A Multiple- Item Scale for Measuring Customer Perceptions of Service Quality”‚ Journal of Retailing‚ Vol. 64‚ pp. 12-40 Zeithaml V A and Bitner M J (2003)‚ Services Marketing: Integrating Customer Focus Suhartanto‚ D. (2011)‚ “An Examination of
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‚ 1991‚ Services Marketing‚ Prentice-Hall‚‚ Englewood Cliffs‚ NJ. Mullins‚ L. 1993. “The Hotel and open systems model of organizational analysis”‚ The Service Industries Journal‚ 13‚ 1‚ Bebko‚ C‚ Prokop‚ R‚ 1996‚ "Which consumers ’ expectations? SERVQUAL Gap 1 Analysis for non-professional services"‚ Murdick‚ R.G.‚ Render‚ B.‚ Russell‚ R.S.‚ 1992‚ Service Operation Management‚ Allyn & Bacon‚ Boston‚ MA. Bell‚ M‚ 1981‚ "A matrix approach to the classification of marketing goods and services"‚ Donnelly
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(1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al.‚ (1988)‚ Cronin and Taylor (1992)‚ and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and
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analyzing the effects of 5 mentioned dimensions that affect customer satisfaction and customer loyalty. The data‚ collected from 113 questionnaires‚ was analyzed by statistic methods (hypothesis test‚ regression)‚ measuring service quality model (SERVQUAL) and tools (SPSS). The results show that dimensions of hotel service quality such as tangibility‚ assurance and empathy significantly predict customer satisfaction and loyalty. Specifically‚ among the dimension of service quality‚ the most significant
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An executive summary for managers and executives can be found at the end of this article Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA John B. Ford Professor of Marketing and International Business‚ College of Business and Public Administration‚ Old Dominion University‚ Norfolk‚ Virginia‚ USA Mathew Joseph Associate Professor of Marketing‚ School of Business‚ Georgia College
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